What is a multiskilled agent, and why are they important in contact centers?
A multiskilled agent is a contact center professional trained to handle multiple interaction types, channels, and service functions—such as phone, chat, email, technical support, and billing inquiries. Rather than specializing in a single task or communication method, multiskilled agents have the flexibility to manage a broad range of customer needs.
Why Multiskilled Agents Are Important in Contact Centers:
1. Greater Flexibility and Agility
Multiskilled agents can quickly shift between tasks and channels based on demand. This allows contact centers to:
Balance workloads across channels like voice, chat, and email
Adapt to real-time spikes in volume or unexpected surges
Reduce idle time and improve agent utilization
2. Improved Customer Experience (CX)
By training agents to handle diverse issues, customers receive:
Faster resolution, even for complex or multi-topic cases
Fewer transfers, leading to higher first contact resolution (FCR)
Consistent support quality across every channel
Multiskilled agents also tend to deliver more personalized service, thanks to their broad understanding of customer needs.
3. Increased Operational Efficiency
Multiskilling supports leaner staffing models and better coverage during peak hours or agent absences. Benefits include:
Lower average handle time (AHT)
More accurate scheduling and forecasting
Reduced costs without sacrificing service quality
4. Better Agent Engagement and Retention
Empowering agents with a variety of skills can:
Increase job satisfaction by reducing monotony
Promote career growth and skill development
Enhance confidence when resolving complex interactions
Multiskilling is often paired with AI-powered coaching and performance analytics to continuously support agent success.
5. Optimized with AI and Intelligent Routing
Modern contact centers use AI-enhanced routing engines to:
Direct interactions to the best-qualified multiskilled agent
Surface relevant scripts and resources based on channel or topic
Maximize efficiency while maintaining high-quality service
This ensures each interaction is handled by the right person, at the right time.
Explore How NICE Empowers Multiskilled Contact Center Teams
Support agile service delivery and high-performing agents with the tools that make multiskilling work:
